Tory Burch
Reviews and Complaints

As someone deeply passionate about fashion and quality, I must express my disappointment with the recent experiences shared by customers of Tory Burch, LLC. It pains me to see loyal patrons encountering issues with the products and services offered by this renowned brand. The recurring complaints about poor quality, delivery mishaps, and unhelpful customer service are disheartening. Every customer deserves to feel valued and satisfied with their purchases, especially when investing in luxury items. It's truly disheartening to witness such negative experiences tarnishing the reputation of a once-beloved brand. As a fellow fashion enthusiast, I empathize with those who have faced challenges and hope that Tory Burch takes swift action to address these concerns and restore trust among its loyal clientele.

Love this site! There are always sales going on (usually around holiday weekends) but either way it's really user-friendly, and make sure you sign up for their newsletter, I got a discount code when I did!

I not only get $50 birthday coupons I get several other $50 off or $100 off coupons throughout the year. It can be added to sale items or additional 30% off. So, you get very high quality items at a nice price!

Had to return my sandals 4 times because they were a gift and they were the wrong size 2 times and the wrong color twice. Had no problem with return labels and were very professional with communication regarding the return!

http://www.toryburch.com/ is the real tory burch site that is tied to all the stores and outlet stores. When they have a sale it is the best ever! With great customer service and fast shipping. My only complaint is they will mark items down left and right- so you need to watch everyday to get the best price. It is worth the hunt if you are a tory fan! Really great site for tory items and great prices. If you have an issue go into your local store and they should be able to help- the customer service is so much better.

My mother shipped me a gift from Tory Burch in Atlanta. I had to exchange sizes and went in to the store at King of Prussia. I normally do not shop at Tory Burch since it is way out of my price range. The sales associate at this store was very nice and helped me find the correct sizes for my two items. Because there was a new sale, I also had credit and was able to buy a pair of flip flips for my teenage daughter who was with me. She was very excited. The items were beautifully packaged and the whole experience was wonderful, due in great part to the customer service.

My daughter broke my beloved Tory burch sunglasses that I got as a present from someone very special.

My husband suggested to call, and I scoffed him off saying, " what are they going to do about it?"
But I did call, and because my friend ordered them online, the VERY nice lady in S. Fla who helped me, put all of my uneasiness to rest. Not only wasshe able to look up the order, find it, and not only did I not get charged for ANYTHING, they sent me a brand new pair (overnighted) at no charge! She was probably one of the nicest people I have ever talked to! I don't remember her name, but I do know she has a daughter that is a special education teacher down there. Super sweet! It completely made my day, week, and month! I hope somehow this review can make it to her!

I went to the store today around 2:30 pm and had an experience unlike any I've encountered in my 23 years of living in the US. Regrettably, it seems my race became a factor in the level of respect I received. My time in the store was brief, approximately around 30 minutes, during which I found a black dress shoe that caught my interest. The shoe was with another customer, so I politely asked if I could borrow it to show an employee and request the same in a size 7.

After waiting in line for about 4 minutes, I handed the shoes to the first employee and requested a size 7. She passed it on to a second employee who told me she needed the box. However, when asked about the shoebox, I explained that I didn't have it as I had received the shoes directly from another customer who had been trying them on.

In an unfortunate turn, the situation escalated when the employee, identified as Americana, began yelling at me, demanding the shoebox. Despite my attempts to explain that the box was with the previous customer, she continued to berate me. This escalated to the point where she told me to leave the store and threatened to call the store manager.

Upon seeking the store manager, I encountered another unhelpful employee. Eventually, the assistant store manager, Elizabeth Coppin, arrived. However, instead of addressing my concerns, she seemed more focused on selling products, asking about sizes and needs.

Throughout the entire incident, neither Americana nor the store manager offered any apology. Despite expressing my upset over the disrespectful treatment, the store manager dismissed the issue, stating that they had many customers and would address it with the employee at the end of the day.

This lack of accountability and refusal to apologize is deeply disheartening. Insulting a customer in front of numerous others without an apology raises serious questions about the store's commitment to customer service. It is especially troubling when discrimination appears to be a factor.

Discrimination has no place in customer service, and I hope the company takes some steps to address this type of issues.

Hello,

I purchased the clear mini Tory Burch jelly sandal but after wearing them a few times they discolored (yellow). I called the Plano, TX store to see if I could get a store credit but she told me that was expected with the clear sandals. I wish I would have known they would discolor for I would have bought the black. I’m attaching pictures of the front and back of sandals so you can see the threads that are barely worn. Anything you can do for me would be much appreciated.

Thank you,

Wendy Sheehan

Once I receive my e-gift card refund at the correct email address, I will no longer bother you. I will order again and hope for the best this time because this whole process is time-consuming and ridiculous. I don't appreciate being told something is sent to my email and finding nothing but sales ads under Tory Burch or cash star. It's frustrating to waste my time following up, as it seems if you don't, you get ignored. I just want my refund back. Whatever I order with it, I won't make the mistake of returning it so I don't have to chase a refund. The quality of the packages from your Georgia warehouse, for this luxury brand, was disappointing. The velvet bags looked like they had been under someone's car seat - dirty, worn, and covered in someone else's hair. I didn't feel confident even touching what was inside. The jewelry was tiny and the packaging looked like something you would find at a flea market. I am absolutely disgusted by this whole process of getting my gift card back. This process is losing customers and response time. Sending my e-gift refund has been the biggest hassle ever. Luxury brand? Worst experience ever. I just want to make sure I get a full refund. I spent $26.78 off my credit card for the ambition bracelet, which I kept. With tax, it would have been *** so that took $5.32 off my $300 e-gift card. My total refund, since I returned everything else, should be $294.68. I don't want to keep bothering you, I just want what's owed to me, that's all. It would be nice if it's all on one gift card since that's how I paid for it initially. I used to work for this company but was told I did not fit the demographic they were looking for and was fired right before Christmas. I was always on time, dressed professionally, did everything required of me, and participated when others were quiet. Others were dressed in hoodies and pajamas and called themselves leaders. I guess empowering older women with children is not what they want.

Tory burch sent the package via ups who marked the package as delivered with the name jonathan but it was never delivered, because there is no jonathan working at where it was sent to. When I started the chat to inquire about my package the person told me they can do nothing about it. So the proof of delivery is someone just making up a name, there is no signature required? For real? That's your service? I really dont understand why tory buch sends packages via ups with the cheapest possible method, no signature. Ups steal packages and as it was in this instance just make up a name, there is no way to check it. Why don't you send the packages with usps or at least include a usps tracking number, you are so cheap, at least there would be a way to track the packages, while with ups, if they are gone, they are gone. Terrible serivce! I make 17 dollars an hour, so your sorry means really noting to me

Hi,

I placed several order with Tory burch before online, they all arrived safe, this Saturday 08/19/23 I recieved an email that my order was delivered, I checked my front porch, with my neighbors, at the mail boxes..etc nothing was there.

I emailed their customer service and chatted with couple of them online they kept tossing me back and forth to contact the shipping company,I did as you can see attached& the shipping company mentioned they have no information regarding my order & tossed me back to Tony Burch customer service AGAIN, as seen attached.

I am a big fan of Tory Burch products and have purchased them for years. I purchased my Tory Burch Kira wallet at Bloomingdale's along with a Fleming handbag. My wallet didn't even last a year and the Fleming handbag didn't do much better. The leather is to soft and doesn't wear well. I am extremely disappointed with this pricey wallet. The outer edges of the wallet are either frayed or ripped open. I was going to throw it out, but thought I deserved some kind of compensation for it. I have even researched the wallet on eBay. The majority of the wallets listed have the same problem.

I bought my much awaited slippers in December from Gold Coast, Australia when we went for holidays and after that after just wearing it 2-3 times it’s pattern came off, I visited a shop and asked them to register complain but they asked to go some another shop, then got busy and haven’t compliant. One of my friend suggested to complain online as it’s won’t even looks original and it’s really very embarrassing

I was gifted a handbag and after two weeks of use, it is falling apart and looks horrible. I don't want to let me friend know she sent me a poor quality item, as she would feel terrible.

I love Tory items and own many pairs of sandals and flats, but I am leery to ever own a bag again.

Pictures do tell the story and note I do not put my bag on the ground... the bottom is just flaking off with every pick up or set down on a table or seat.

I hope this is a fluke with this bag, but be warned and careful when purchasing.

Tonight 5/17- I went into Tory Burch At international mall in Tampa to buy sandals for my daughter. I was asked SIX times in 46 seconds if I was okay? I left the store to pick up a package at Tiffany & co, thinking I had something on my face or in my teeth? I then came back to buy my daughter her flip flops. I was told “you don’t know what size you need” “ no returns allowed” and that I “need to figure out my shoe size and come back.” I’m 55… know my shoe size. Ended up going to Nordstrom’s. Best service ever!

On 3/30/23 I purchased a pair of sneakers online using my Visa Debt Card. On 4/6/2023 I returned the pair of sneakers because they were too small. Instead of crediting my Visa Debt Card, they credited my Visa Credit Card (a completely different card). Their reasoning was that their system did not recognize my Debt Card but recognized my Credit Card. This is [censored]! I have NEVER EXPERIENCED THIS BEFORE WITH ANY OTHER RETAILER. I immediately called my bank and they said that Tory Burch should not have been able to credit the Visa Credit Card if it was never used to purchased the product! I thought this company was an established retailer but after this experience I they operate more like a small "mom and pop". Very disappointed! ...And their sales people are useless!

I ordered a purse that was set for delivery on 3/3/23. The delivery location had a picture, when I went to the site the item was not there. Fed ex left my package outside the gate of my apartment and claimed they dropped it to the “correct address” and denied my lost item claim. Tory Burch refuses to send me another purse although I don’t have the item that I purchased. This is wrong, I want the item that I paid for.

Good afternoon.

I bought a pair of your GOOD LUCK TRAINER on the 2nd of January to go to Kenya with and on the second day it got dirty so I had the hotel clean them for me. (I specified that they were expensive shoes so they should be careful with them). When the shoe came back to me, the white part with the logo and shoe lace area was coming off. I did not think much of it until I came back to the USA and decided to wash the shoe. A simple wash has caused so much damage yet this shoe is only 1 month old. I spend so much money for a sneaker that can’t be washed without damaging the logo and shoelace part. I bought the shoe at Nordstrom in Hillsdale, Belmont, CA and I have proof of purchase.
The shoe is beautiful but the quality is horrendous and unacceptable. Kindly advise me on the way forward as I would like this issue to be resolved.
Below I have attached two pictures of the shoe while I was cleaning them and the damage caused.

Dear Tory Burch Customer Service Care

I have purchased your product at Central Lad Prao, Thailand (Beginning of December, 2022). It is a black color wallet (Kira logo-plaque wallet). 2 week later the small part for locking came off by itself so I went back to Tory Burch shop at Central Lad Prao for fixing (December 20, 2022). I did not receive any calls or replied email back until I sent an e-mail to customer service for complaining. Then the customer service in Thailand called me and informed me that they were waiting for technician. Today (January 2, 2023) I received the phone call and told me that no part available and they need to order. It will take 1-2 months to arrive. So, I asked them do you have other way to solve this problem and can keep your customer. The answer that I have received is NO. HERE is the whole story that I have experienced to use your product. The reason that I send this email to your main centre is informing you that your product and service are lower than standard. I am very disappointed to make decision to purchase this wallet. I purchased it with full price that I can purchase other brands. I would like to return item or to refund if your company cannot give me new wallet. I do not want to wait other 2 more months. There will be totally almost 3 months for waiting since I purchased the item and used it not over a week.

Sincelery,

Assist. Professor. Dr. Siriwan Chatmaneerungcharoen

Mobile Phone: +[protected]

Email: [protected]@pkru.ac. th

I bought Tory Burch leather bag in 2021 and I m using this bag occasionally and now leather started peeling off from every where and I went to Tory Burch store and showed the bag to the staff and sales girl told me that I can exchange it after the second girl said we will talk to the manager and let you know I wait tiger for one hour manager came and said we can’t do anything. I spend almost 700$ for this bag. I m really very disappointed with the Customer Service very bad.

Received shoes as a gift. I don’t have a receipt and the toe piece broke. My friend who gifted me the shoes died from Covid and there is not a way to get a receipt or email. I took my shoes to Nordstrom at la cantera in San Antonio Texas and they were less than helpful so I contacted Tory customer service and was just told repeatedly that they couldn’t do anything without a receipt. Even with explaining the situation. I can upload pictures of the broken shoe.

I believe they think I stole them. Another disappointing conversation with customer service in addition to not having a receipt.

I am deeply disappointed in Tory products since this is how they treat customers.

I will happily post about my experience on social media. In hopes that others don’t fall into this trap.

DON’T buy Tory Burch they don’t stand by their products.

Robyn Langston

[protected]@rocketmail.com

Hi,

About 3 months ago a purchased the leather royal blue flats and noticed that I was getting a dark blue dye on both shoes on the side. Can I please have someone to fix this.

R/Carmelia

I purchased Tory Burch flat sandals from Nordstrom last year. Sandals are black leather and they are coloring my foot. I feel so uncomfortable and dirty. I pay over $150 but it’s looks like I waisted my money.

I went to Tory Burch outlet shop at Florentia Village in Kwai Chung, Hong Kong on 17th April 2022 at 4.30 pm. And choose two leather shoes to purchase, I meet up my cousin and want to purchase together, and find that purchase three products got extra 15% discount. Then we plan to purchase together, but that Matthew said we can’t pay together becoz company policy, that we cannot split the payment. but after that I saw another lady customer told another Salesman that she was to split the bill, be coz she doesn’t have enough credit limit in her credit card, and the last salesman accept that! I am quite surprise About that unfair arrangement. And we also saw Mathew whisper with the lady salesman that do not speak so loud to assure I cannot hear that split a bill is acceptable. I am very angry about that, does it means I split the bill means I do not have enough money to purchase that items?

I tried to negotiate with Matthew and he reponse very rude and told that split the bill is ok, but I cannot split it with my "cousin". He thought we are not meet before. Do I need to provide evidence? I cannot say it’s discriminatory, but it’s unfair, even me and my cousin are stranger, why we cannot pay together? I am really frustrated about the arrangement, with you a such brand located also at IFC, which I recognized as a 1st tier brand and guess it’s customer oriented!

I am not asking for discount or any reward, but I was feel uncomfortable with Matthew’s service and Attitude very bad and impolite! Also when I try to ask and negotiate, the other customers are looking at us, n I feel like I am scolding Like a Mess, and Everything comes up with scrambled!

I feel like soul traumatized with that depressing experience which I never had with other luxury brands!

- Ordered 3 items on Nov 22, 2021 in the evening(Order Number [protected])
- Received only 2 items on Dec 6, 2021 in the morning. Robinson Woven Mini Shoulder Bag in Bluewood is missed
- Live Chat with Helena of Tory Burch Client Services team to report the incident on Dec 6, 2021 late evening HKT and she requested me to provide image of box, shipping label and inner packing (3 pics) by email received on Tue Dec 7 @05:22 HKT
- Provided all required pictures on Tue Dec 7, 2021 @23:17 HKT by replying the email
- Maha, Tory Burch Client Specialist, replied that my case is forwarded to FedEx cross border to make a claim
- Follow up email is sent to Tory Burch Client Services on Tue Dec 14, 2021 @22:23
- Live Chat with Christy, Client Specialist on Sun Dec 19 and . I said it is so disappointing as it is for sending to my daughter in the UK for xmas gift. She asked me to buy from store in Hong Kong but it is totally not helpful at all. Then she offered to credit back 30% on my next purchase since online is no longer offered 30% off special discount. Christy emailed me to record this offer @21:51 on the same day
- LiveChat again on Tue Dec 21 and Maha emailed me and apologized @01:31 and expressed that it is still pending for FedEx cross border claim update
- Another follow up emails are sent on Tue Jan [protected]@10:43 and Thu Jan [protected]@23:16. Have no responses at all
- Live Chat with Kathleen on Thu Jan [protected]@11:16pm. She has been trying to help and her supervisor has been reaching FedEx and wait for reply. Conversation finished at 11:56pm after getting email of supervisor and Kathleen

I love this brand and shopped a lot from tory burch. But I had a very bad experience from your local store I have to report the corporate!
I have lots of tory burch handbags and when my friend saw I all those purses she want me to buy one for her. This time I made the purchase directly from the Tory Burch website and send to my friend address. But it was much smaller than she expected so She ask me to return it for her since the city she lives doesn't have a tory store and she doesn't want to send back to the wearhouse because it takes so long for the refund and she was not sure if she can get the refund back and she want I return it for a gift card and buy another bag later. So I created a shopping label and she sent it to me. Before I return I called the customer service about if I can return for her for a gift card and they told me yes. So I went to the store and the sales associates was very rude, she told me I can not return for her for a gift card since the purchase is not under my name even I have the order confirmation email and the merchandise was wrapped in the original package. She kept telling me no, you cannot do that ! It's ridiculous and I told her before I came to the store I called customer service and they told me yes. And she said I have to make sure you're not taking some one else's bag and the receipt for asking the money back from us. It's not make any sense she said that and It's the first time I heard of that from sales associate! I feel hurt so much! I have to report all these to the corporate and I want them to give me a explanation why an associate can treat customer like this even I shopped in that poor store for 5 year! What a shame for them! I don't even want to go back to that store and I asked her to ask the store manager and she was keeping saying no to the manager when she asking for the answer! And then I told her to call the customer service and ask them if it's possible because I don't want to send back to the company and I just want my money back on a merchandise card and it's my choice why wouldn't you do that! And she called and they respond as she said they need to contact my friend who received this purse to verify everything! Okay finally they verified and refund it to me but it was a nightmare experience and it's awful! And every time I went to the store she was telling me the company got fraud for a lot of money and what's the business for me!
And one thing is that I need to shop from other store and I went there purchase gift cards and every time this same associate kept telling me I can only buy total 2k gift card in a year and my friends shopped in the same store also bought gift card never heard of that! And she told me the total how much I bought from them every time after I bought the gift card. What's that stupid policy for making people spend limited money from your company! I just want to know Do you really have this policy?! For what?! Save my money? It's the most ridiculous thing I've heard. And I want to say this is the worst sales associate I have ever met doesn't match the outstanding product from your company! Never want to shop with her and pls tell her don't stop me when I go there I don't even want talk to her. There's no tolerance for this kind of customer service.